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Hey Intercommunity πŸ‘‹

  • November 5, 2020
  • 1 reply
  • 28 views

Hey Intercommunity πŸ‘‹

 

I'm really interested in understanding, how other intercom users are handling the whole customer journey from onboarding over to reactive support πŸ’‘

 

Let me give you just a little context where I'm struggling - I will give you a quick overview on how we work in customer success. I hope you can understand my problem πŸ˜€

 

1. I established 3 sub-teams

- Onboarding Team

- Support Team

- Experts Team

--> Onboarding Team mainly works in Salesforce and keeps the data up to date there with onboarding cases, that are taken care of until the customer is out of its money back period

--> Support Team: handles all customers of our current customer base and mainly uses intercom for reactive support

--> Experts Team: they focus on technical difficulties regarding the interface to other tools our customers use etc. They have to gather all related data from Salesforce, intercom etc.

 

2. Salesforce and intercom are both crucial for us πŸ™

 

3. We really struggle with gathering customer specific data in intercom. E.g. last open topics the customer reached out to us with or all about the Customer's Setup which is all available in Salesforce.

 

--> How do you group conversations of a customer together under one headline? So you have an historical overview of:

  1. last problems the customer complained about
  2. general information about the customer (always lack of information when contacting us; expects live chat; has a currently active project running; most important topic of the customer, etc....)
  3. Handling temporary projects with the customer. (Currently we are moving customers from one platform to another and can only track it via Salesforce Cases, so we tag the customers manually in intercom)

 

I would be really interested in you to share your experiences with me, how you handle such situations or maybe there is some additional app in your store which you use - because I simply cant imagine, that I am the only one, who's team struggles with those points πŸ˜…

 

Thanks in advance ✌️ πŸš€

1 reply

  • Active User
  • 15 replies
  • November 9, 2020

Hey Rene, how are you, if at all, sending data from SFDC to Intercom? I might be able to help if you can tell me a little more about your setup.


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